Rahul S.

Experience

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  HCL Technologies

  Nov 2011 - Oct 2012

  TSO
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  HCLTech

  Feb 2013 - Jul 2016

  Shift Lead

  Responsible for meeting the Helpdesk SLA’s (Phone\Tickets)• Handling Escalation and SUP calls• Managing breaks and shift rosters• Ensuring that calls/tickets are addressed on timely mannerMentor and coach the team members to deliver high performance.• Sharing agent performance reports and giving them feedback• Act as a bridge between the team and the higher management. • Handle situations effectively without being impulsive or prejudiced.• Resolve team conflicts in a professional and amicable manner. Show less

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  Wipro

  Jul 2016 - May 2019

  Operations Manager

  * Handling a Team of 10 people as Service Desk / VIP support* Working as Subject Matter Expert for the Customer Process * Monitoring & Resolving Client’s & Customer’s Escalations. * Preparing & Sharing Data & productivity Reports for Service Desk as well as Customers. * Mentoring & Coaching New Hires. * Conducting Quality Audits for the Tasks Handled by Service Desk. * To ensure that resources working in Service Desk are aware of quality standards & parameters set by the Process. * Provide constant awareness regarding any changes in the Quality Standards or Parameters. Show less

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  CMS IT Services

  May 2019 - Sept 2019

  IT Operations Manager
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  EXL

  Sept 2019 - Mar 2021

  Lead Assitant Manager
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  Hewlett Packard Enterprise

  Mar 2021 - now

  Tech Lead